Learn how Jira tickets are created from an X message or mention.
As a service desk agent working on X tickets, you need to note that Jira tickets will be created in one of two ways.
1. Your X account is mentioned in a post.
2. Your X account receives a direct message.
Public comments added by agents to these tickets will be sent to X as a reply to the post or a direct message to the user, it depends on how the initial message was sent.